The Customer Is Not Always Right

(Or Why We Sometimes Say "No")

Here's something you don't often hear from a mortgage company: sometimes we'll tell you "no." Not because we can't help, but because we shouldn't. And we're pretty proud of that.

Why We Might Not Be a Match

Look, we get it. When you own a home worth hundreds of thousands (or millions) of dollars, being told you can't access that equity can be frustrating. But here's the thing - we've been doing this for 45 years, and we've learned to trust our gut when something doesn't feel right.

Sometimes that means telling folks a reverse mortgage isn't their best move, even when they're convinced it is. Sometimes it means turning down what could be a decent commission for us. But you know what's worth more than any commission? Being able to stick with our promise to ourselves and our clients, and of course to sleep well knowing we didn't put someone in a tough spot.

It Goes Both Ways

Just like we might decide we're not the right fit for you, you might decide we're not your cup of tea. Maybe our laid-back style isn't what you're looking for. Maybe you'd prefer a more traditional approach. That's totally fine - no hard feelings either way.

Why This Matters

Remember that bit in "Our Promises" about how Tom and I each took out second mortgages to buy this business? Well, that 45-year reputation for doing right by people is worth way more than any single deal. We're not about to risk that by pushing someone into a mortgage they don't need, even if they're asking for it.

So if we tell you we don't think a reverse mortgage is your best option, know that it comes from a place of experience and genuine concern. We'd rather lose a client than lose sleep knowing we didn't do right by someone.

P.S. - This might be our shortest chapter, but it might also be our most important. After all, being willing to say "no" is what's kept us in business since 1979.